Assessor Resource

BSBCUE606
Forecast and plan using customer engagement traffic information analysis

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the skills and knowledge required to analyse call or engagement traffic information to forecast and plan resourcing for customer engagement operations.

It applies to individuals who analyse, design and execute judgements using wide ranging technical, creative, conceptual or managerial competencies and who are often accountable for group outcomes.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Analyse contact traffic data

1.1 Confirm the accuracy and appropriateness of contact traffic data

1.2 Identify call or engagement traffic patterns over short and long intervals

1.3 Identify anomalies and nonrecurring events in engagement patterns

2 Interpret the impact of customer contact phenomena on forecasting and planning

2.1 Define and identify the range of engagement centre or customer engagement phenomena affecting resource planning

2.2 Analyse and explain impact of phenomena

2.3 Identify issues arising from the impact of customer engagement phenomena when forecasting and planning

3 Develop contact traffic forecasts

3.1 Provide a baseline for forecast by collecting historical data

3.2 Collaborate with marketing, financial control and other areas to incorporate budget expectations and marketing efforts into forecast

3.3 Break down annual forecast into smaller periods and adjust for seasonality

3.4 Ensure that forecast accuracy is within organisational requirements

4 Plan labour requirements

4.1 Determine basic inputs to queuing tools

4.2 Calculate resources required using queuing tools

4.3 Adjust results to account for quantitative and qualitative factors

4.4 Perform planning process and scheduling for all levels of forecasted call and engagement traffic

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Analyse contact traffic data

1.1 Confirm the accuracy and appropriateness of contact traffic data

1.2 Identify call or engagement traffic patterns over short and long intervals

1.3 Identify anomalies and nonrecurring events in engagement patterns

2 Interpret the impact of customer contact phenomena on forecasting and planning

2.1 Define and identify the range of engagement centre or customer engagement phenomena affecting resource planning

2.2 Analyse and explain impact of phenomena

2.3 Identify issues arising from the impact of customer engagement phenomena when forecasting and planning

3 Develop contact traffic forecasts

3.1 Provide a baseline for forecast by collecting historical data

3.2 Collaborate with marketing, financial control and other areas to incorporate budget expectations and marketing efforts into forecast

3.3 Break down annual forecast into smaller periods and adjust for seasonality

3.4 Ensure that forecast accuracy is within organisational requirements

4 Plan labour requirements

4.1 Determine basic inputs to queuing tools

4.2 Calculate resources required using queuing tools

4.3 Adjust results to account for quantitative and qualitative factors

4.4 Perform planning process and scheduling for all levels of forecasted call and engagement traffic

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Confirm the accuracy and appropriateness of contact traffic data 
Identify call or engagement traffic patterns over short and long intervals 
Identify anomalies and nonrecurring events in engagement patterns 
Define and identify the range of engagement centre or customer engagement phenomena affecting resource planning 
Analyse and explain impact of phenomena 
Identify issues arising from the impact of customer engagement phenomena when forecasting and planning 
Provide a baseline for forecast by collecting historical data 
Collaborate with marketing, financial control and other areas to incorporate budget expectations and marketing efforts into forecast 
Break down annual forecast into smaller periods and adjust for seasonality 
Ensure that forecast accuracy is within organisational requirements 
Determine basic inputs to queuing tools 
Calculate resources required using queuing tools 
Adjust results to account for quantitative and qualitative factors 
Perform planning process and scheduling for all levels of forecasted call and engagement traffic 

Forms

Assessment Cover Sheet

BSBCUE606 - Forecast and plan using customer engagement traffic information analysis
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

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Assessor name:

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Assessment Record Sheet

BSBCUE606 - Forecast and plan using customer engagement traffic information analysis

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

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